Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/26/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/19 I flew with Sun country during the CrowdStrike shutdown. Due to this they were not charging for checked bags and were not honoring priority boarding. Lucky for me I had purchased both of these beforehand, therefore had my money wasted on this leg of my trip. I tried to call and see if they would at the very least give me credit and they said no. This is very unfair to me because while others were having their bag checked for free, I already spent my money. In this economy wasting money is not something I would like to do. I also had an unpleasant experience at *********** with one of their staff on 7/26 which was annoying and embarrassing. The staff member decided to split off the lines but did not physically cut the line off. I was told to join a line after using the kiosk because they were closing off the kiosks. I joined the line and saw that it split so I went to the line on the right. No one told me the line was cut off until I was second from the counter. I was then forced to join the other line which had now grew which extended my travel time and was embarrassing because the sun country staff decided to have an attitude because I asked the question why. Ive flown with sun country before and I am completely turned off from these experiences.

  Business Response

  Date: 07/31/2024

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. Due to the global IT outage on 7/19/2024 Sun Country was unable to collect baggage fees from the few passengers who presented at the counter without prepaid luggage. Because Sun Country luggage fees are more expensive at the ticket counter a majority of our customers prepay before arriving at the airport meaning most passengers on this flight had paid for their luggage. Sun Coutnry is not refunding baggage fees as the service of transporting your luggage was provided the day of travel.  

  We thank our customer for their understanding in this matter and hope to welcome them aboard a future Sun Country flight.
  
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 07/31/2024

   I am rejecting this response because:
  
  the business did not respond about the priority boarding I paid for and did not receive. I paid for a service and did not receive it. 

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My child's car seat was damaged when gate checked on my 5/14 flight even though it was in a protective bag. The car seating padding was ripped off of the car seat headrest. I immediately filed a claim with the gate attendant close to midnight with two fussy kids. My claim was procced and approved on 5/16, but depreciation on my two year old car seat of 30% was taken off the already low sale price. I was approved for less than half of what it would take to replace with a similar car seat which is now well over $300. When you are in a car accident that is no fault of your own, insurance doesn't pay for a depreciated amount of what you initially paid. They pay for the cost of replacement. I have contacted Sun County multiple times since 5/16 asking for when I would even receive my check which was supposed to take up to 3 weeks. As of 6/28, over six weeks later, I still have yet to receive a check. I have paid for a brand new car seat at no fault of my own, wasted my time communicating with customer service, and still have yet to receive any compensation.

  Business Response

  Date: 07/30/2024

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. When placing a value on an item, depreciation is taken io consideration for product age and use. If you have not received your reimbursement check, please reach out to our baggage team in response to the email correspondence chain you've had with them, or by phone at ************ (option 4).

  We thank our customer for their understanding in this matter and hope to welcome them aboard a future Sun Country flight.

  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:06/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a flight from PDX-RSW, with a layover in MSP. Flight was delayed in *** which caused us to miss the flight from MSP-RSW. Went to an agent to ask whats next. They rudely advised us call customer service, that it was not their problem. Ok, I called, the man on the phone was rude told me it was not their problem that I missed my layover, but it kinda was. I tried to talk to him about how I can get to my destination. He was negligent and try to avoid my questions until I ask for a supervisor. Which that didnt help either, they told me they can only get me out on the June 30th, I was flying on the 22nd. that is almost a week away so what am I supposed to do in MSP I dont know anyone, and I was not about to pay for a hotel. I started looking online myself to see what is available same day depending. I saw they had multiple flight out of MSP and they never offered them to me! (I told them 4 other airports I was willing to fly into)This was a 3 hour phone call! I was frustrated and so upset that I had to sit and figure out my own flights when it was Sun Countrys fault! Did I mention that they did not know where my luggage was. You would think it goes straight to *************** but they said they had no clue. And told me I had to walk with them to find my luggage, that I dropped off for them to take care of! NEVER EVER WILL I FLY THIS UNPROFESSIONAL airline. They are scammers!

  Business Response

  Date: 07/01/2024

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************.  We know that interruptions to travel plans are unwelcome, and we make every effort to complete every flight as scheduled. Due to the delay of the passengers original outbound flight, they did miss their connecting flight in ***********. When presented with their options, they decided on a flight into ******* as there were no close flights into *************** on Sun Country. The passengers daughter then contact *** Country deciding that that flight would not be acceptable. At that time Sun Country offlined her mother on Delta at Sun Country's expense. Because the flight was with another carrier that we do not have an agreement with, her mother needed to collect her baggage at Sun Country baggage claim and check it in with Delta at the ************** in ***********. Because the Delta ticket was purchased at no additional airfare expense of the passenger, Sun Country will not be offering a refund of their Sun Country ticket. The passenger was responsible for any baggage fees due to Delta at the time of travel.  
  

  The flight interruption our customer experienced is not what she should expect from Sun Country. We hope to serve her well in the future. 
  Sincerely,

  Sun Country Airlines

  
  

• Initial Complaint

  Date:06/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought an airline ticket from ********** to *******. There was a layover in ***********. Sun Country delayed the flight from ********** multiple times. They also did not have a jetway in *********** to deplane which caused me to miss my connecting flight to *******. Sun Country would not reimburse me or pay for a hotel or meal. I am stuck at the airport in *********** and have to spend the night here because all hotels around are booked. A family member had to buy a ticket on Southwest so I can leave tomorrow morning and finally make it to ******* to see my son and mother.

  Business Response

  Date: 07/09/2024

  Sun Country, **** d/b/a Sun Country Airlines,appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************.  We know that interruptions to travel plans are unwelcome, and we make every effort to complete every flight as scheduled. As much as we are sorry for the circumstances and inconvenience surrounding her trip, Sun Country Airlines does not provide any type of compensation for flight irregularities that are out of the airlines control, including delays and cancellations related to weather,air traffic control, and other situations. For this reason, we are unable to offer compensation for this flight disruption. The passenger could have contacted Sun Country Reservations to be placed on the *********** to ******* flight the next day but opted to purchase a flight on another carrier instead. Their flight with Sun Country remains nonrefundable.
  
  Sincerely,
  Sun Country Airlines

• Initial Complaint

  Date:06/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I purchased round trip Traverse to Mpls tickets June 14 thru June 17. Our return flight on June 17 was cancelled. We went to the ticket office at the airport and were told we could only communicate with someone via phone. The next available flight out of Mpls was 6/21 which was 4 DAYS later. We were unable to stay for 4 more days so we were forced to purchase one way tickets for over $800 (for both). Sun Country says they will only refund the return portion. We did utilize a meal voucher sent to us for $50 but feel this hardly compensates the situation we were put in. We feel the full ticket price should be refunded. Sun Country is only willing to refund the return portion with baggage $237. Flight SY1925 Reservation R2HTRL

  Business Response

  Date: 06/26/2024

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We have responded directly to our customer and advised that regrettably, Sun Country was forced to cancel their 6/14/2024 flight between *************, ** (TVC) and ***********/************, ** (MSP). We know that interruptions to travel plans are unwelcome, and we make every effort to complete every flight as scheduled. As we were unable to provide them with a suitable alternate flight option, a refund has been processed to the original form of payment for the canceled flight. Unfortunately, we do not provide any additional reimbursement for a canceled flight, including parking fees, rental cars, hotels, tickets purchased on other carriers, and other expenses. In addition the traveled on outbound flight will not be refunded. 

  We thank our customer for their understanding in this matter and hope to welcome them aboard a future Sun Country flight.
  
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 06/30/2024

   I am rejecting this response because: I find it unacceptable and expect a refund in FULL due to the fact that the next flight which we may or nay not have been able to get on was 4 full days later.  I understand if we would have been put on a flight the next day, but four days?  I had a dog kenneled and had to return to work.  What was even worse was that we had to figure out how to get home by ourselves, no one at the gate or the ticket office was willing to help us.  What kind of service is that?  I found our receipt to get home we paid $705.96 for a ONE  way trip back on a United Flight through ********   Which is almost twice the amount we paid for the round trip tickets from Sun Country.  I will be telling EVERYONE I know to stay away from Sun Country because when they do have problems there is NO SERVICE.

   

  
  

  Business Response

  Date: 07/09/2024

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to further address our customers concerns. As stated in our previous response, we have provided the passenger a refund of the canceled Sun Country flight. The refunded was processed on 6/19/2024. The passenger did travel on the 06/14/2024 flight from ************* to ***********. Because of this, a refund will not be offered for that flight. Unfortunately, we do not provide any additional reimbursement for a canceled flight, including parking fees, rental cars, hotels, tickets purchased on other carriers, and other expenses. This matter has been address to conclusion and no further action will be taken.

  Sincerely,

  Sun Country Airlines

• Initial Complaint

  Date:06/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Extremely disappointed in Sun Country Airlines! We had a party of 4 traveling from *********, WI to ****** ******. Our flight to ****** was delayed 3 hours and our flight home was cancelled. After hours on the phone trying to get a flight home they offered hotel vouchers to spend the night and rebook for the following day. The hotel vouchers they emailed were not working so again spending hours on the phone with an agent they said there was a glitch on their end. I asked if they could book the room for us and I was told by the agent I should book the hotel under my own credit card and I would be reimbursed. I had asked at the time what price limit and she said as long as it's a standard room they would cover it. I even booked a hotel that was listed on the voucher and since we were a party of four she said we could book two (2) standard rooms without any problems. When I booked the standard room it was $396 so I decided the 4 of us would share 1 room to alleviate any reimbursement problems. When I submitted my receipt for reimbursement I was told they would only cover $250!! So even though we booked just 1 standard room for 2 couples and the hotel was on approved list they would only cover part of it?! I specifically asked before booking on how much would be covered and she would NOT give me a dollar amount just to book a standard room. So technically we should have been able to get reimbursed up to $500 on 2 rooms. Other travelers that were on the plane had their hotel covered in full because their vouchers in the email actually worked and did not have to use their own credit card. So why do we have to pay more then everyone else because your vouchers were defective?! *** Country did not take accountability and we are extremely disappointed in them!

  Business Response

  Date: 07/09/2024

  Sun Country, **** d/b/a Sun Country Airlines,appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We have responded directly to our customer and advised that we have reimbursed her up to the $250 per room cap put in place for all passengers on this delayed flight. In fairness to all passengers on this delayed flight, we are unable to offer more compensation to her than what was provided to other passengers.
  We understand that disruptions to travel plans are not ideal, and we thank our customer for their understanding in this matter and hope to welcome them aboard a future Sun Country flight.
  
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 07/09/2024

   I am rejecting this response because:
  

  I specifically asked before booking on how much would be covered and she would NOT give me a dollar amount just to book a standard room. I asked if they could book the room for us to make sure I wouldn't have this issue and I was told by the agent I should book the hotel under my own credit card and I would be reimbursed without any issues. She said as long as it's a standard room they would cover it. I even booked a hotel that was listed on your voucher. Of course all hotel rooms were very pricey with no advance notice.

  Your hotel vouchers that were emailed to me were not working!! The other passengers vouchers actually worked.  Other travelers that were on the plane had their hotel covered in full because their vouchers in the email actually worked and they did not have to use their own credit cards.

  So why do we have to pay more then everyone else because the vouchers sent to us were defective?!

  
  

• Initial Complaint

  Date:06/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Suncountry airlines canceled my flight just a few hours prior to the departure time. I had to be in ********* that evening. They refused to book me on a different airlines flight. The next Suncountry flight was not until Friday, four days later, which obviously was not a possibility. I had to immediately get in the car and drive 10 hours in order to arrive on the correct day, and I was still five hours later than planned. This couldve been addressed by Suncountry being willing to book me on a different airline flight, or pay the difference if I was to book the more expensive last minute flight on a different airline. It is simply not reasonable for them to cancel at the last minute and refuse to pay for a competing airline flight.They did reimburse me for the plane ticket, but that was not the issue. The problem was that I needed to be in *********, and their cancellation prevented that from happening by airline and resulted in my spending much more on gas for the drive, as well as the wear and tear on my vehicle, and the last day of travel.

  Business Response

  Date: 06/20/2024

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************.  We know that interruptions to travel plans are unwelcome, and we make every effort to complete every flight as scheduled.
  
  Sun Country is a small airline and does not have ticketing agreements with other airlines. When a flight gets canceled our passengers can receive a refund or be booked on the next available Sun Country flight to the same destination at no charge. Since most of our flights operate at capacity, we are not always able to rebook passengers in a timely manner. As we were unable to provide her with a suitable alternate flight option, a refund was processed to the original form of payment.
  
  Sun Country does not reimburse for personal expenses resulting from a canceled flight. Per our Contract of Carriage, if for any reason there is a significant delay, misconnection, or cancelation, Sun Countrys limit of liability is to refund the value of the unused ticket if Sun Country is unable to provide air transportation acceptable to the passenger. In no event will Sun Country reimburse a passenger for rental car, gas, in-destination hotels, or travel purchased from another carrier. The terms and conditions were agreed to when purchasing the ticket. We do not make exceptions to our policies and are unable to provide any reimbursement for her rental car.
  
  The flight interruption our customer experienced is not what she should expect from Sun Country. We hope to serve her well in the future. 
  Sincerely,
  Sun Country Airlines

  Customer Answer

  Date: 06/20/2024

   I am rejecting this response because:
  
  This is still not acceptable. Simply restating the corporate policy does not address the damage done.

  Business Response

  Date: 06/26/2024

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to further address our customers concerns. Sun ******************** does not reimburse for personal expenses resulting from a canceled flight. Per our Contract of Carriage, if for any reason there is a significant delay, misconnection, or cancelation, Sun Countrys limit of liability is to refund the value of the unused ticket if Sun Country is unable to provide air transportation acceptable to the passenger. In no event will Sun Country reimburse a passenger for rental car, gas, in-destination hotels, or travel purchased from another carrier. The terms and conditions were agreed to when purchasing the ticket. We do not make exceptions to our policies and are unable to provide any reimbursement for her rental car. This passenger has been reimbursed the $136.98 that was paid for the canceled flight. This matter has been handled to conclusion and no further action will be taken.

  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 06/26/2024

   I am rejecting this response because: Simply restating their policy does not, in any way, address the problem. I am aware of their policies, but still find their actions unacceptable. An airline cannot cancel a flight, with the next flight 4 days away, and simply shrug off the inconvenience and expense that they have caused.
  
  
  

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At 2:43pm On June 12th Sun Country suddenly cancelled my flight to travel from ************* to ***********, which was expected to leave first thing in the morning of June 13th. They cancelled the flight because they didn't have enough passengers for the flight, which means they felt it was in their economic advantage to not fly at all rather than fly with a smaller capacity of passengers. This was much less than 24 hours of notice and they didn't provide any compensation to passengers to cover alternative travel plans, which were all substantially higher because of it being last minute. As such I spent about $300 more. When I called Sun Country they informed me that they do not care that other travel arrangements are more expensive and they have no obligation to compensate passengers for the economic decision that Sun Country made. It is morally and ethically wrong. If they decide it is in their economic best interest to cancel a flight then they need to factor in the added cost of alternative travel accommodations into their calculation. I also asked if they inform the customer at the time of booking that this is their policy, and the agent I spoke with told me that they do not, so countless passengers are subject to their cancellations at a whim and having to spend a lot more money to make up for the fact that they don't fill their flights.

  Business Response

  Date: 06/20/2024

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We know that interruptions to travel plans are unwelcome, and we make every effort to complete every flight as scheduled.
  
  Sun Country is a small airline and does not have ticketing agreements with other airlines. When a flight gets canceled our passengers can receive a refund or be booked on the next available Sun Country flight to the same destination at no charge. Since most of our flights operate at capacity, we are not always able to rebook passengers in a timely manner. As we were unable to provide her with a suitable alternate flight option, a refund was processed to the original form of payment.
  
  Sun Country does not reimburse for personal expenses resulting from a canceled flight. Per our Contract of Carriage, if for any reason there is a significant delay, misconnection, or cancelation, Sun Countrys limit of liability is to refund the value of the unused ticket if Sun Country is unable to provide air transportation acceptable to the passenger. In no event will Sun Country reimburse a passenger for travel purchased from another carrier. The terms and conditions were agreed to when purchasing the ticket. We do not make exceptions to our policies and are unable to provide any reimbursement for her ticket on another carrier.
  
  The flight interruption our customer experienced is not what she should expect from Sun Country. We hope to serve her well in the future. 
  Sincerely,
  Sun Country Airlines

• Initial Complaint

  Date:06/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flight SY1682 HOU to MSP. Flight was delayed 3+ times after the plane sat for 2 hours prior to boarding. There was no commmunication as to the reason. Upon asking Both the flight attendant and ticket agent confirmed the reasoning behind the flight delay twice before boarding. 1) the ramp was not working 2) the plane needed to be cleaned. A sweep is the exact terminology used. This is in addition to exiting of the plane overhearing SUN COUNTRY staff discussing this matter. The delay according to them was the support staff at the *************** had either forgotten or just didn't clean the aircraft. The customer care agent who responded to my complaint via the site attempted to blame this delay on weather & electrical issues. Which is understandable but is NOT truthful. And actually a very dishonest tactic to not assume responsibility for their mishap. Weather delays are OPENLY announced. The staff would also know of the weather delay being the cause on why they werent able to board the plane. They sat in a group in confusion as to what was going on. And if the cause was truly weather then you have staff who lie and make up randomn excuses. The plane also sat there for 2 hours prior to discovering the ramp was not working. Every other plane/ gate surrounding had no issue. So either the power outage was inclusive to that one ramp or that also is a lie. Upon boarding the plane it was over 80 degrees for the first hour of the flight.

  Business Response

  Date: 06/14/2024

  Sun Country,Inc. d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We have contacted our customer directly and apologized for the inconvenience caused by the flight delay and for the poor communication as described in her complaint.
  
   A better explanation regarding the delay should have been offered, and we regret the agents failed to do so on this occasion. Her comments have been shared with our ground operations leadership team so they may address the handling of this delay.
  
  This flight was delayed for multiple reasons.Had the flight not also been delayed due to uncontrollable events, the other controllable events would not have caused a long enough departure delay for which Sun Country would have offered compensation.
  
  As much as we are sorry for the circumstances surrounding her travel, no compensation will be offered. Our customer took the delayed flight, so no refund is due.
  
  The flight interruption our customer experienced is not what she should expect from Sun Country. We hope to serve her well in the future.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:06/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/9/24 My husband ***************** and I were flying home from a ********* where we went this past weekend from ********** for my nephew's graduation. Our return flight was on Sun Country F4RITC which was a direct flight from Mpls to PGH. My husband checked the flight before we left for the airport about 7:15 am for a flight in the 9 am hour. We had all carry on so we didn't find out our flight was canceled until we got through security and looked for our gate on the screen. A few minutes later my husband got a text saying it was canceled and offer of hotel voucher and $25 per person food voucher. We talked to a Sun Country employee who said we could either get our flight money back $117 or take the next flight available -- THURSDAY 6/13.We had to get back to ********** in the next 24 hours. We had a pet sitter that couldn't stay any longer, both jobs to get back to and are closing on a house on Tuesday. The only flight we could find available was Southwest leaving at 11:45 but with a layover in ******, putting ourselves home 9 hours later and also spending $717 for last minute tickets. I called Sun Country from the airport. They did not have customer service to talk to us. Today I talked to ******* who told us their policy is not to pay for flights home on other airlines. My husband and I would like to be compensated the $600 difference. The flight was canceled because of plane mechanicals, last minute, with no alternative flight available for 5 days later!!! Sun Country was not available to help us as well. Sun Country has failed its customers. We did not use the hotel voucher. Currently we have pooled all our money we have to pay for the house closing and do not have $600 to spare for something that was the entire fault of Sun Country. Their policy is not customer friendly and in fact cruel because you can't get an affordable last minute flight and we had no choice but to buy what was available to get home yesterday. The day caused a lot of stress.

  Business Response

  Date: 06/13/2024

  Sun Country,Inc. d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************.  We know that interruptions to travel plans are unwelcome, and we make every effort to complete every flight as scheduled.
  
  Sun Country is a small airline and does not have ticketing agreements with other airlines. When a flight gets canceled our passengers can receive a refund or be booked on the next available Sun Country flight to the same destination at no charge. Since most of our flights operate at capacity, we are not always able to rebook passengers in a timely manner. As we were unable to provide her with a suitable alternate flight option, a refund was processed to the original form of payment.
  
  Sun Country does not reimburse for personal expenses resulting from a canceled flight. Per our Contract of Carriage, if for any reason there is a significant delay, misconnection, or cancelation, Sun Countrys limit of liability is to refund the value of the unused ticket if Sun Country is unable to provide air transportation acceptable to the passenger. In no event will Sun Country reimburse a passenger for travel purchased from another carrier. The terms and conditions were agreed to when purchasing the ticket. We do not make exceptions to our policies and are unable to provide any reimbursement for her Southwest tickets.
  
  The flight interruption our customer experienced is not what she should expect from Sun Country. We hope to serve her well in the future. 

  Sincerely,

  Sun Country Airlines

   

   

   

   

   

  Customer Answer

  Date: 06/17/2024

   I am rejecting this response because: Sun Country still makes profits and should have insurance and money set aside to take care of customers. Your customer service plan is not acceptable and ***** people's lives who depend on you to get to their important events with family. In my case, a graduation. I used to trust Sun Country and traveled on it many times mostly when I lived in ********* growing up. Offering another plane 5 days later is not okay. There should be back up planes at least at the hub in ********* to get people home within 24 hours. I am now putting Sun Country on my DO NOT FLY list because it's a total ****** and I can't afford a sudden $600 charge to get home. BAD NEWS and SHAME on Sun Country. You can do better and you should. 
  
  
  

  Business Response

  Date: 06/20/2024

  Sun Country, **** d/b/a Sun Country Airlines,appreciates the opportunity to further address our customer's concerns. Regrettably, Sun ******************** was forced to cancel our passengers flight on 6/9/2024 flight between ***********/************, ** (MSP) and **********, ** (PIT). We know that interruptions to travel plans are unwelcome, and we make every effort to complete every flight as scheduled. As we were unable to provide them with a suitable alternate flight option, a refund was processed to the original form of payment for the canceled flight. As previously mentioned, we do not provide any additional reimbursement for a canceled flight, including parking fees,rental cars, hotels, tickets purchased on other carriers, and other expenses as per our Contract of Carriage. Passengers are also provided the option to purchase trip insurance to offer protection should a trip interruption occur. This option was declined on this reservation.
  
  We thank our customer for their understanding in this matter and hope to welcome them aboard a future Sun Country flight.
  
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 06/20/2024

   I am rejecting this response because:
  Sun Country should take care of customers when they cancel flights. We will never fly Sun Country again, they have poor policy, poor customer service and do not do enough. Bad business!